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Here are the most frequently asked questions about DSL service. For any further query, call us on 1293

Majority of lines support the new Speeds and the rest will have limitations depending on technical feasibility from Ogero/MoT. Customers with speed limitations(less than 1 Mb) can benefit from the new increased monthly volume only.

Refill cards are available at our Authorized Dealers and also from the Online Refill Store using your Credit Card.

Sure you can by contacting Customer Care at 1293 or 01565250. Upgrades are subject to technical feasibility by Ogero/MoT.

You can buy extra traffic refills and add them to your account wallet: 1GB =1000 MB = $1.33+VAT.

Adding extra volume to your account can be done by following the below steps:
1- Login to your Account page http://account.terra.net.lb which can be also accessed from our main page www.terra.net.lb
2- Enter your username and password. They can be found on the sheet that we sent you with the modem.
3- Click on Manage DSL Additional Volume from the menu
4- From the Extra Volume page you can specify how much volume you wish to add for the current month only or you assign the system to automatically add volume for every month (based on $1.33+VAT for each 1GB unit)

Please note that according to the new decree that was issued by the Ministry of Telecom regarding DSL volume over consumption, fraction of each GB will be billed as a full GB, meaning that, if you consume 500MB extra volume you would be charged $1.33+VAT and if you consume 1.5GB you would be charged $2.66+VAT.

Shared volume means that both Up traffic and Down traffic will be deducted from the total volume.

Upload speed equals to 25% of the Download speed for each plan.

Upgrading your account can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the new desired package. Upgrade is effective at the beginning of the following month.
Upgrade fee is $6.6.
Please note that Upgrade cannot be done during the free period (DSL Offer)that you get when you activate your account.

Downgrading your account can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the new desired package. Downgrade is effective at the beginning of the following month.
Downgrade fee is $6.6.

Downgrade cannot be done before one year of the account’s first activity unless there is a technical problem, when client isn’t getting the requested speed (Please check New DSL application Terms and Conditions).

In this case you have two options:
A - Client pays the price of the free refills that he/she got when activated the account then gets new free refills of the desired lower package.
B - Client pays the difference of free refills.
Downgrade fee is $6.6.

Freezing your DSL account can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the date freezing period.
Freezing starts at the beginning of the following month.
Freezing fee is $6.6 per month.

Account cancellation can be done by sending a request to dslsupport@terra.net.lb with your username and telephone number as well as the date of cancellation.

After one year.

According to our DSL policy, if you decide to cancel before one year of your DSL activation, you must return the modem and pay for the free refills in order to issue a clearance form from TerraNet, otherwise you won’t be able to apply for DSL anywhere.





TerraNet is the Only ISP in
Lebanon to be awarded the ISO
9001:2008 certification
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